We are seeking a highly skilled and experienced Head of Local Support to oversee first and second line support across our studios, globally. The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an Support Bar Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.
Duties and Responsibilities
Full scope of tasks including but not limited to:
• Act as front line support for local and/or time zone based employees. • Serve as the main point of contact for our customers via email, walk ups, and chat support.
• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
• Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.
• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution. • Collaborate with other teams to identify and resolve technical issues.
• Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.
• Identify and escalate issues requiring urgent attention to the appropriate parties.
• Ensure SLAs are met and that our internal users are provided with an exceptional user experience.
• Ensure that all IT assets in the local office are managed and maintained to a high standard.
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.
Requirements
• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
• Strong knowledge of first and second line support operations.
• Strong knowledge of ServiceNow and industry trends.
• Excellent relationship building skills.
• Ability to work in a matrix management environment. • Proven work experience in a customer service or Helpdesk role. • Excellent communication and active listening skills with a customer-first mindset. • Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively. • Ability to learn quickly and adapt to new software applications and technologies. • Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.
Benefits
COMPANY PROFILEEstablished in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords(KWS) is the world’s leading provider of technical services to the fast growing, global video games market. Our 5,000 employees in 50+ Studios in 21 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition led growth and have successfully acquired and integrated 39 acquisitions since 2014. WHY WORK AT KEYWORDS STUDIOS? People that work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 43 global studios or working together virtually. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians.https://www.keywordsstudios.com/
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